GS Article Articles

What's the difference between canned messages and the Smart Advisor?

The enhanced Smart Advisor 2.0 suggests answers to the agents in real-time based on what the visitor is asking in the chat.

Agents can use both Smart Advisor articles and canned messages in the Agent Workspace. While canned messages are defined in the Web Admin Center, the Smart Advisor panel displays articles taken from a selected AI knowledge base. This knowledge base is selected when Agent and AI are integrated. For more information, see Integrate a chatbot.

The main difference between the two sets of messages is that Smart Advisor offers results in real-time, based on the customer's questions; whereas an agent has to search manually from available canned messages while chatting with a customer. In addition, an agent can suggest an answer as a knowledge base article and this way help improve the knowledge base.

What are the best practices for conversational articles?

Follow these guidelines to make the most of Digital DX AI's conversational capabilities.

Remember the following guidelines when creating conversational articles:

  • If you have Yes and No branches in a conversational flow, order Yes first and No second to keep the flow natural.
  • Add labels to conversational articles like parent, child or conversational, so it's easier to find and edit them.
  • When using instant feedback, add the <no_feedback/> tag at the end of the question or option if you don't want feedback to appear for that step.
  • If you use multiple bubbles, include a delay to the messages to give users time to read. The wait times should depend on the length of the messages. When messages are sent right after one another, it feels more natural to pause a little longer and longer with each new message, even if they may be around the same length, so that users have time to finish reading older messages before newer messages are sent out.
  • Adjust the character limit for bot messages and ensure articles are within that limit to make sure customers don't have to use the Read More button to see the full article.
  • We recommend you use large persistent buttons rather than quick buttons as customers usually prefer the ability to click on previously displayed buttons.

What are the best ways to humanize the bot?

Here are a few tips to keep in mind to make bot conversatitons more human-like:
  • Setting up a humanized greeting increases the likelihood that customers choose to interact with the bot. It is important however to make it clear that they are talking to a bot, not a human being. See this article for more best practices about the bot's introduction message.
  • Make conversations flow as naturally as possible.
  • Keep answers short and to the point.


Genesys DX/Bold360 End of Life: January 2024

The Genesys DX (Bold360) platform will end of life on January 31st, 2024. This difficult decision was announced in March, 2023.  

Genesys continues to make a strong commitment to Genesys Cloud, while tightening the portfolio to further accelerate feature growth on the platform. Part of that included bringing over key Genesys DX features to Genesys Cloud CX, such as Knowledge Optimizer that focuses on ease-of-use knowledge management. Digital only licenses for Genesys Cloud were also introduced late last year, which are suitable to those who are not looking for voice capabilities or who need agent seats that only feature support for digital channels. 

Details on the end of life timeline

As of January 31st, 2024, access to Genesys DX product interfaces and customer-deployed components stop to function. Users will no longer be able to log into product interfaces, and all of the boldchat/bold360/nanorep domains will become unavailable for use. If you are curious on what the code on your website related to this might look like and how to remove it, we encourage referencing this post on the DX community

After January 31st, 2024, admins will still be able to get access for an additional 30 days. This period is meant to allow for extracting the necessary data from the platform. Historical data extraction from your account will be available to retrieve by data extraction APIs (Bold360 APIs and Nanorep APIs).